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Rachel suggested it, and I was reluctant. I don’t like returning things… I feel like such a dumb ass dragging the heavy box, falling apart, containing the three year old espresso machine back into the shop downtown and asking if they’ll take it back. I’m not saying I don’t believe in my rights as a consumer, I do, and I have no problem returning things that are broken, or defective, but when I’ve had the thing for three years, used the shit out of it, and now that it’s broken from use, returning it on the basis that something this nice, this expensive should last longer than eighteen months feels like I’m pulling a bit of a scam. Still, it’s true. By rights, a $1,000 Italian espresso machine should last longer than eighteen months, regardless of how well used it is.

So I called them up, and spoke to the manager. He agreed with me. So surprised and delighted, I loaded the broken machine into the back of Rachel’s jeep and we rolled downtown. We walked in like we owned the place, ready to explain everything all over again. There was no need. Everything was clear, and they were ready for us.

I slid the old box over the counter, this was the replacement expresso machine. I’d already returned the original one a year and a half ago at the 4th street Sur La Table, and the woman agreed with me then too. But here we are, eighteen months later and the same thing happened again. The center ring of the X1 Francis Francis espresso machine blows out and renders the beautiful chrome machine useless. All efforts on my part to communicate with the manufacturer about replacing the parts at my expense, or having them service the machine have proved to be frustrating and useless. They are downright insulting.

Happily, the manager of Sur La Table in San Francisco agrees with me. Yes indeed, it has also been his experience that the Francis Francis customer service is less than terrible, and no one should be treated like that. Sur La Table stand behind their products, and not only took the old replacement machine back, but because they didn’t have a chrome one for me, with the new pretty red one, they also offered me a $60 gift card.

I am thrilled, pleased, astounded, and amused. Sur La Table is a wonderful store. Everything’s gone red, beautiful red, and my espresso life is entirely back in order.